Customer Service Director
Resume:
Kelly A. Thompson
Goshen, KY 40026
ab1m5p@r.postjobfree.com
Qualifications
-Fourteen years’ experience in healthcare and property management
- Ten years’ experience in turnaround management: culture/engagement, clinical and quality
outcomes, mergers/takeovers, regulatory and financial
Work History
September 2012 - Present Independent Contractor
Charles Owen, Entrepreneur Louisville, KY
2013 Executive Assistant
*Administrative and business support to the CEO
*Handle accounts payable and receivable, controlled inventory and maintained equipment and
technology
*Plan and coordinate all PR initiatives, business development events and voluntary board of
director meetings/events.
*Maintain CEO’s calendar and manage all employees and contractors/vendors
January 2013 - June 2013 Consulate Healthcare
Executive Director
*Complete operations and management of a 96 bed skilled nursing facility
*Property manager of attached apartment complex
Oversaw all departments and operations of facility and apartment complex,
complete responsibility for advertising, sales, leasing, tours, rent collection, deposits,
managing staff and vacates.
*Organized and conducted Board of Director meetings during complete renovation of property
and with financing agencies
May 2006 8/24/12 Signature HealthCARE, LLC
7/2011 – 8/24/12 Executive Director Four Courts at Cherokee Park (84 unit CCRC – Skilled
Nursing facility, Assisted Living and Independent Apartments)
2009 – 2011 Executive Director Signature Healthcare of East Louisville (132 unit CCRC –
Skilled Nursing facility, Personal Care and 10 chair inpatient dialysis center)
2007 – 2009 Executive Director Signature Healthcare of Spencer County (120 units)
2006 – 2007 Regional Business Development/Sales and Marketing Director (covered 5 facilities
in Louisville, Taylorsville and Bedford)
*Turnaround nursing facilities $60 - $100,000 per month net loss to exceeding financial goals of
$50-$120,000 per month positive net income, excellent clinical outcomes and regulatory surveys,
above average staff member engagement scores
*Operated lease for 10-chair dialysis unit spanning over two shifts, six days per week at the East
Louisville Center
*2009 Signature Healthcare CEO “Champion” award for excellence in performance
*2010 5-Star CMS annual survey; only 9% of all skilled nursing facilities awarded in the state of
Kentucky
*Positive net promoter scores in customer service and staff member engagement surveys in the
90th percentile
*2011 Created partnership between Signature and two Jewish Hospital hospitalist groups with an
innovation medical records system to identify patients in the ER for continuity of care
*2012 Created Norton Hospital Physician Panel for Four Courts and a partnership between
Signature with seven physicians of various specialties
*2012 Started a secondary venue business on the grounds of Four Courts at Cherokee Park
2003 2006 Extendicare Health Services, Inc.
Executive Director, Clark Nursing and Rehabilitation Center Clarksville, IN (100 bed)
*Re-opened decertified facility and regained community trust and business success
*Mentor in the state of Indiana for new administrators with the company and acted as a
preceptor for the first 365 days of stable employment
1996 2003 Kindred Healthcare
2001 – 2003 Special Projects Director for Kentucky, Indiana, Ohio and Wisconsin
*Relocated by Kindred to Kentucky to be a “special projects” leader: fill in during vacancies in
administration, assist in special projects or regulatory needs
1999 – 2001 Executive Director, Windsor Woods Hudson, FL
1997 – 1999 Admissions/Marketing Director, Carrollwood Care Center Tampa, FL
1996 – 1997 Administrator In Training, Carrollwood Care Center Tampa, FL
Accreditation
Licensed Nursing Home Administrator in the States of: Kentucky and Indiana. Licensed
preceptor for administrators in training to gain hours to sit for national board exam (NAB).
Nursing Assistant Course; Spalding University 2010
Adult Learning and Healthcare Adult Learning Certified
Diabetic Certified
Healthcare Process Improvement Certified Levels 1 and 2 (Use of FlowBreeze for process
mapping)
Patents and Publications
Signature Healthcare Best Practice “Business Development/Marketing partners with Quality of
Life”, “Diabetes Center of Excellence”, “Diabetes Center of Excellence”, “Falls Box for
Immediate Fall Interventions”
Awards Received
2009 Signature Healthcare Champion CEO
2010 5-Star CMS recognized annual survey
2010 Three Signature Champions awarded from my leadership team
2003 2005 Mentor for newly hired administrators at Extendicare Health Services, Inc
2011 and 2012 90th percentile in net promoter scores in both customer service and staff member
surveys
2011 Highest number of “Champion Department Managers” in the Urban segment
Interests and Activities
Reading, creative writing, sewing, nature hikes/outdoor events, current event reading, spending
time with my children, coaching/leading life skills and professional mentoring
Volunteer Experience
Habitat for Humanity, Meals on Wheels, Harmony Elementary PTA, Humane Society of KY
Education
1997 BS Healthcare Administration University of South Florida (USF)
1999 MBA Healthcare Administration and International Business specialty, USF
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